The challenge
A luxury yacht charter platform serving the Mediterranean and Caribbean had built a four-language operation through expensive outsourced concierge teams. Each language meant a separate human, separate WhatsApp number, separate calendar, separate CRM record. The unit economics did not scale beyond a few hundred bookings a year.
The solution
The platform replaced the concierge stack with OMB Cloud AES, deploying AI agents per language for first-touch qualification (English, Spanish, French and Italian), a unified Calendar with AI scheduling that handles timezone gymnastics for guests across four continents, and a CMS that publishes each yacht's catalog page in the guest's detected language. Quotations are issued from the Catalog with multi-currency support; contracts close via in-house e-signature.
The results
- First-response time to a guest inquiry: under 90 seconds, 24/7
- Concierge team payroll reduced 60% while serving 4× the inquiry volume
- Average booking value up 28% via better upsell prompts inside agent conversations
- One operations team manages all four languages
—Founder, charter platform (Mediterranean)